Your online payment screens have changed

We have made changes to the online service which will make your online experience even better!

What's improved?

• Fantastic new look - our new payments screens are clearer and  easier to use
• Flexibility - there's the option for you to amend existing external  payments
• Simplicity - even the process for creating and amending payments is simpler for you to use
• Convenience - you can preview a summary of all your payments on one page

We've also put together some typical questions and answers for when you first start using the new screens.........

• I made a bill payment this morning, why hasn't my available balance reduced and why has this changed?  Payments leave your account on the next available bank working day.  Your available balance will not be reduced until the payment leaves your account.  Previously funds were held from the time a payment was initiated - this has now changed to allow customers access to their funds up until the time payments leave their account.
• My standing order was due to be paid on Saturday, why didn't it debit my account until Monday and why has this changed? Payments due to leave your account during a weekend or bank holiday will now debit your account on the next available bank working day.  Payments will still be received by the beneficiary within the same timescale.  Previously funds were held over the weekend - this has now changed to allow customers access to their funds up until the time payments leave their account.
• I paid funds into my account on the day my standing order was due - why did my payment fail and why has this changed? You need to have sufficient funds in your account the day before a payment is due to be sent.  As you didn't have funds in your account when we attempted to make the payment it has not been successful.  This has changed as a result of us making changes to align our external standing orders with direct debits.